***Interview Type: Webcam Interview Only*** Very long term project; initial PO for 1 year, expect to go for 4+ years ***Remote First shift 7 AM – 3:30 PM EST***
Short Description:-
The EHR Helpdesk Analyst provides advanced technical support for the Epic electronic health record (EHR) system and related clinical applications across13 state-operated behavioral healthcare facilities.
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Complete Description :-The EHR Helpdesk Analyst provides advanced technical support for the Epic electronic health record (EHR) system and related clinical applications across 13 state-operated behavioral healthcare facilities. This role provides technical support to clinical and administrative staff, ensuring timely and accurate resolution of IT issues while promoting system reliability and end-user satisfaction.
Working as part of the centralized IT Helpdesk, the Analyst ensures prompt and effective resolution of Epic and non-Epic related issues and contributes to the stability and usability of the system in support of high-quality patient care
Key Responsibilities :-
- Provide support for Epic applications, workflows, access, printing, and integration issues.
- Serve as the initial point of contact for IT support issues related to Epic EHR and other healthcare IT systems.
- Troubleshoot complex application, account, and workflow issues related to Epic and other clinical systems.
- Provide basic remote desktop support for computers, printers, mobile devices, and peripherals across all facilities.
- Assist users with account provisioning, password resets, Epic access requests, and basic application troubleshooting.
- Monitor ServiceNow queues and manage incident resolution in accordance with service level agreements (SLAs).
- Assist with Epic user account provisioning, role changes, template assignments, and security access requests.
- Participate in go-live support and system upgrade events, including Technical Dress Rehearsals (TDRs).
- Collaborate with clinical informatics, application analysts, and technical teams to ensure coordinated support.
- Maintain documentation, knowledge base articles, and standard operating procedures.
- Deliver informal user training and guidance on proper Epic use and common troubleshooting techniques.
- Support change management and scheduled downtime communications as needed.
- Ensure adherence to HIPAA, security, and IT governance policies in all technical activities.
- Escalate critical issues and downtime events according to established protocols.
Required Skills:
- Play a critical role in testing products to ensure compliance with specifications and validate feature concepts for current and future requirements .
- 5 Years Using both manual testing processes and automated regression testing suites.
- 5 Years Develop and maintain scripts for automated regression testing.
- 5 Years Create and maintain scripts and procedures for generating and managing test data and environments .
- 5 Years Maintain comprehensive documentation in designated knowledge management tools or study libraries for future reference and benchmarking.
- 5 Years Serve as a resource and active participant in business process redesign initiatives; assist stakeholders in evaluating how system enhancements can improve process flow and business functionality.
- 5 Years Perform various types of testing, including user acceptance, functional, regression, and usability testing.
- 5 years Assess not only technology changes but also associated process and role modifications.
- 5 Years Validate “to-be” processes during documentation updates and ensure accurate reflection of business process changes.
- 5 Years Interpret business requirements and system documentation; contribute to end-user documentation and knowledge libraries.
- 5 Years Collaborate with system development and client-facing teams to clarify requirements and translate them into actionable product features.
- 5 Years Work closely with quality assurance and development teams to ensure accurate migration of changes into production environments.
- 5 Years Engage with technical teams and subject matter experts (SMEs) to clarify and refine business requirements
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